Returns & Refund Policy

Returns & Refund Policy
Last Updated: October 19, 2026
Thank you for shopping with VELLOAO.
This Returns & Refund Policy explains the conditions, procedures, timeframes, costs, refund methods, and other terms applicable to returns, refunds, replacements, exchanges, canceled orders, damaged products, incorrect products, and other post-purchase matters.
VELLOAO is an online retailer offering clothing, apparel, and related fashion accessories, including shirts, tops, dresses, pants, outerwear, and other apparel.
VELLOAO is operated by Shenzhen Xihe Trading Co., Ltd..
This policy should be read together with our Terms of Service, Privacy Policy, Shipping Policy, and Payment Terms.
Nothing in this policy excludes or restricts mandatory consumer rights under applicable law.
1. BUSINESS INFORMATION
Brand: VELLOAO
Website: https://velloao.com
Operator / Legal Company Name: Shenzhen Xihe Trading Co., Ltd.
Company Address:
Room 1006, No. 6, Lane 1, Hebei Xincun, Xianglian Community, Longhua Subdistrict, Longhua District, Shenzhen City, China
Customer Service Email: service@velloao.com
Business: Online retail of clothing, apparel, and related fashion accessories.
2. RETURN PERIOD
We offer a 30-day return policy.
Customers may request a return within 30 days from the date the product is delivered, unless a different period is clearly disclosed before purchase or applicable law requires otherwise.
If an order contains multiple products delivered separately, the return period for each product generally begins on its respective delivery date.
Return requests submitted after the applicable period may be declined unless required by law or expressly approved by us.
3. RETURN ELIGIBILITY
To qualify for a standard return, products must generally meet the following conditions:

The return request must be submitted within the applicable return period.

The product must have been purchased from VELLOAO.

The item must be in substantially the same condition as received.

The item must be unused and unwashed, except for reasonable inspection permitted by law.

All matching clothing components and accessories must be included.

Original packaging should be included where reasonably available.

Proof of purchase or a valid order number must be provided.

The item must not fall within an applicable non-returnable category.

We may inspect returned merchandise before approving a refund.
Reasonable product inspection does not automatically make an item ineligible where applicable consumer law protects such inspection.
4. HOW TO REQUEST A RETURN
To request a return, please contact:
Email: service@velloao.com
Please provide:

Your full name.

Your order number.

The product you wish to return.

The reason for the return.

Photographs or videos where relevant.

Any additional information reasonably necessary to review your request.

Our customer service team will review your request and provide the appropriate return instructions.
Please do not send merchandise back before receiving return instructions.
Sending products to an unauthorized address may delay processing or prevent the return from being correctly identified.
5. RETURN AUTHORIZATION
Submitting a return request does not automatically guarantee approval.
We may review order details, delivery records, product condition, return eligibility, and supporting information.
If approved, we will provide return instructions.
Final refund eligibility may depend on inspection of the returned product where appropriate.
Nothing in this section restricts mandatory consumer rights.
6. RETURN ADDRESS
Designated Return Address:
Please contact service@velloao.com to obtain the current authorized return address before sending any items.
Important: Please contact service@velloao.com before returning any products.
Our customer support team will confirm your return eligibility and provide shipping instructions.
Do not send returns to our company address, the original shipping label address, a carrier facility, or another location unless specifically instructed.
Customers arranging their own return shipments are responsible for correctly addressing the package, subject to applicable law.
7. CHANGE-OF-MIND RETURNS
Customers may request a return within the applicable return period if they change their mind.
Examples include:

No longer wanting the product.

Ordering the wrong product.

Choosing an incorrect size, color, or variation.

Ordering an incorrect quantity.

Deciding the product is unsuitable for personal preferences.

For eligible change-of-mind returns:

The product must meet our return eligibility requirements.

Customers are generally responsible for return shipping costs where permitted by law.

Original shipping fees may be non-refundable where legally permitted.

International return shipping expenses may apply.

Please contact customer support before shipping your return.
8. DAMAGED PRODUCTS
If your product arrives damaged, contact us as soon as reasonably possible after delivery.
Please provide your order number, a description of the damage, and clear photographs or videos where available.
We may also request photographs of the original packaging.
After reviewing the issue, we may offer an appropriate remedy, including:

Replacement.

Full refund.

Partial refund.

Another reasonable resolution.

For confirmed damage attributable to our fulfillment or delivery process, we will cover reasonable return shipping expenses where required by applicable law or our offered remedy.
9. DEFECTIVE PRODUCTS
If a product appears defective or does not perform as reasonably expected based on its description, please contact us at service@velloao.com.
Please provide your order number, a description of the problem, and supporting photographs where available.
We may investigate whether the issue resulted from manufacturing defects, stitching problems, shipping damage, improper washing, ordinary wear, or other circumstances.
If a qualifying defect is confirmed, we will provide an appropriate remedy such as a replacement, refund, or partial refund.
Statutory rights relating to defective goods remain unaffected.
10. INCORRECT PRODUCTS
If you receive a product that differs materially from what you ordered, please contact service@velloao.com.
Include your order number, a description of the expected item, and photographs of the item received.
If we confirm a fulfillment error, we will provide an appropriate remedy, which may include replacement, refund, or return arrangements at our reasonable cost.
11. MISSING ITEMS
Some orders may be shipped in multiple packages.
Before reporting missing products, please check whether your order has multiple tracking numbers or pending deliveries.
If all expected packages have arrived and an item is still missing, contact us with your order number and relevant details.
We will review the fulfillment records and provide an appropriate solution if an item is confirmed missing.
12. NON-RETURNABLE ITEMS
Certain products may be ineligible for change-of-mind returns where applicable law permits and restrictions were clearly disclosed before purchase.
These may include:

Personalized or customized products.

Gift cards.

Products clearly identified as final sale.

clothing that has been washed, worn, significantly used, stained, or damaged by the customer.

Certain hygiene-sensitive products where lawful exclusions apply.

Products materially damaged through misuse or improper care.

Such exclusions do not remove statutory rights relating to defective, damaged, incorrect, or materially misdescribed goods.
13. SALE AND CLEARANCE PRODUCTS
Discounted and clearance products are generally eligible for return unless a lawful restriction was clearly disclosed before purchase.
A product being discounted does not automatically make it non-returnable.
Final-sale restrictions do not override mandatory rights relating to faulty, damaged, or incorrectly supplied goods.
14. EXCHANGES
If you would like an exchange, please contact service@velloao.com.
Exchange availability depends on product condition, eligibility, stock availability, and the requested size, color, or variation.
Direct exchanges cannot always be guaranteed.
In some circumstances, customers may need to return the original product for a refund and place a new order.
Replacements provided as remedies for defective or incorrect products are handled separately.
15. RETURN SHIPPING COSTS
Return shipping responsibility depends on the reason for the return.
Returns Due to Our Error
Where a return results from a confirmed defect, damage upon arrival, incorrect fulfillment, or material misdescription, we will provide appropriate instructions.
We will cover reasonable return shipping expenses where required by applicable law or our stated remedy.
We may issue a prepaid label, reimburse an agreed reasonable shipping cost, arrange another return method, or determine that a physical return is unnecessary.
Change-of-Mind Returns
For returns based on personal preference, customers are generally responsible for applicable return shipping costs where permitted by law.
These costs may include postage, tracking, international transportation, and related carrier charges.
Please confirm the return arrangements before paying for international return shipping.
16. INTERNATIONAL RETURNS
Our designated return facility is provided by our support team.
Return Address:
Please contact service@velloao.com to obtain the current authorized return address before sending any items.
International returns may involve shipping charges, customs documentation, handling fees, and other cross-border requirements.
For eligible change-of-mind returns, customers are generally responsible for applicable international return costs where permitted by law.
For returns arising from our confirmed error or defective merchandise, please contact our customer support team for instructions regarding return shipping arrangements and reasonable costs.
Do not send international returns without first confirming the return procedure.
17. RETURN SHIPPING METHOD
Customers responsible for arranging their return shipment should use a trackable shipping service where possible.
Please retain:

Shipping receipts.

Tracking numbers.

Proof of postage.

Relevant customs documentation.

Customers arranging their own shipment are generally responsible for the parcel until delivery to the designated return facility, except where applicable law provides otherwise.
We are not responsible for losses caused by incorrectly addressed or unauthorized returns except where applicable law imposes responsibility on us.
18. RETURN INSPECTION
After receiving an eligible return, we may inspect the merchandise.
Inspection may include verifying:

Product identity.

Product condition.

Signs of washing, staining, use, or damage.

Completeness of clothing sets.

Included accessories.

Packaging where relevant.

Compliance with applicable return requirements.

Where legally permitted, returns may be declined or refunds adjusted if products have been materially used, damaged, altered, or returned incomplete due to customer action.
Reasonable customer inspection alone will not justify a refusal where applicable law provides otherwise.
19. REFUND AMOUNT
Approved refund amounts depend on the product price paid, applicable discounts, shipping charges, return reason, product condition, and applicable law.
For a standard eligible return, refunds are generally based on the amount actually paid for the returned product.
Original shipping charges may be non-refundable for change-of-mind returns where permitted by law.
Any lawful deductions will be based on the circumstances and applicable disclosed policies.
No deduction will be applied where prohibited by applicable consumer protection law.
20. REFUND METHOD
Approved refunds will generally be issued to the original payment method used for the purchase.
If refunding the original payment method is technically impossible, we may contact the customer to arrange an appropriate alternative.
For security reasons, refunds are not ordinarily issued to unrelated third-party accounts or different payment methods without appropriate verification or legal justification.
21. REFUND PROCESSING TIME
After a refund is approved and issued by VELLOAO, additional processing time may be required before the funds appear in your account.
In many cases, payment providers and financial institutions may require approximately 5–10 business days after refund issuance to complete the credit.
The actual timeframe depends on your bank, card issuer, payment provider, and payment method.
Any refund required by law will be issued within the applicable statutory timeframe.
If you have not received an issued refund after a reasonable period, please contact your payment provider or email service@velloao.com.
22. PARTIAL REFUNDS
A partial refund may be offered where appropriate and permitted by applicable law.
Examples include:

Only part of an order is affected.

A product is returned incomplete due to customer action.

Customer-caused damage reduces the product's value.

A minor issue is resolved by mutual agreement.

A promotional adjustment is required under disclosed terms.

Partial refunds will be determined reasonably based on the specific circumstances.
23. REFUNDS WITHOUT RETURN
In certain circumstances, we may determine that returning a product is unnecessary.
Examples include products damaged beyond reasonable use, situations where return costs are disproportionate, or other circumstances where an alternative solution is appropriate.
We may offer a refund, partial refund, replacement, or another suitable remedy without requiring a physical return.
Such decisions are made on a case-by-case basis.
24. ORDER CANCELLATIONS
If you wish to cancel an order, please contact service@velloao.com as soon as possible.
We will make reasonable efforts to process cancellation requests before shipment.
Cancellation may not be possible once an order has entered advanced fulfillment or has been dispatched.
If cancellation is unavailable, an eligible return may be requested after delivery.
Refunds for canceled orders will be issued according to applicable law and our payment procedures.
25. REFUSED DELIVERIES
Customers should not refuse delivery as a substitute for requesting a return unless instructed by our customer service team.
Unauthorized refusal may result in additional shipping or carrier charges.
Reasonable costs directly caused by an unauthorized refusal may affect the refund amount where permitted by law.
No deduction will be made where prohibited by applicable consumer protection law.
26. UNDELIVERABLE ORDERS
If a package cannot be delivered because the customer provided an incorrect, incomplete, or invalid shipping address, we may contact the customer regarding reshipment, address correction, or refund options.
Additional shipping charges may apply to customer-requested reshipment where legally permitted.
If the delivery problem resulted from our error, we will provide an appropriate remedy without charging additional shipping costs caused by that error.
27. LOST PACKAGES
If your package appears lost in transit, please contact service@velloao.com.
Include your order number, tracking number, and relevant carrier details.
We may investigate the matter with the shipping carrier or fulfillment provider.
If a package is confirmed lost and the issue is not attributable to incorrect customer-provided information, we will provide an appropriate remedy, such as replacement or refund, in accordance with applicable law.
28. PACKAGES MARKED DELIVERED BUT NOT RECEIVED
If tracking information indicates delivery but you cannot locate your package, please check your mailbox, porch, parcel locker, household members, and other reasonable delivery locations.
You may also contact the shipping carrier for additional details.
If the package remains missing, contact service@velloao.com with your order number and tracking information.
We will review the available evidence and assist with an appropriate investigation.
A carrier delivery scan does not automatically determine the outcome of every claim.
29. PROMOTIONAL AND BUNDLE ORDERS
Approved refunds for promotional, discounted, or bundled purchases are generally calculated based on the amount actually paid for the affected products.
If a partial return changes eligibility for a disclosed promotional offer, the refund may be adjusted where legally permitted and consistent with the original promotion terms.
No arbitrary deductions will be imposed.
30. GIFTS
Refunds for gift purchases are generally issued to the original payment method used by the purchaser.
We ordinarily cannot transfer a refund to another payment card or account solely because the item was received as a gift.
Alternative arrangements may be available where specifically agreed or legally required.
31. CHARGEBACKS AND PAYMENT DISPUTES
If you believe a refund is due or have concerns about an order, you may contact us at service@velloao.com.
We will make reasonable efforts to investigate legitimate customer concerns.
Nothing in this policy requires customers to waive lawful chargeback or payment dispute rights.
When a payment dispute is opened, we may provide relevant order, payment, shipping, delivery, return, refund, and customer communication records to the payment processor or financial institution handling the dispute.
32. FRAUDULENT RETURN ACTIVITY
We reserve the right to investigate suspected fraudulent or abusive return activity where permitted by law.
Examples include:

Returning a different product from the one purchased.

Substituting counterfeit merchandise.

Deliberately damaging products.

Providing falsified evidence.

Making knowingly false delivery claims.

Using the refund process for fraudulent financial benefit.

Any restrictions will be applied reasonably and consistently with applicable consumer protection law.
A high number of legitimate return requests alone does not automatically establish fraud.
33. CONSUMER RIGHTS
Nothing in this policy excludes, restricts, or waives mandatory consumer rights under applicable law.
If applicable law provides stronger protections than those described here, those mandatory protections will apply.
This may include rights relating to defective goods, misdescribed products, incorrect fulfillment, non-delivery, unauthorized transactions, and other statutory consumer remedies.
34. RELATIONSHIP WITH OTHER POLICIES
This Return & Refund Policy should be read together with our:

Shipping Policy.

Payment Terms.

The Shipping Policy explains shipping and delivery procedures.
The Payment Terms explain payment authorization and transaction handling.
The Privacy Policy explains the processing of personal information.
The Terms of Service govern the broader contractual relationship between customers and VELLOAO.
Where policies address the same matter, they should be interpreted consistently and in accordance with applicable law.
35. CHANGES TO THIS POLICY
We may update this Return & Refund Policy periodically to reflect changes in our operations, product categories, procedures, or applicable legal requirements.
Updates will be published on our website with a revised effective date.
Unless applicable law requires otherwise, the policy in effect when an order was placed will generally apply to that order.
Subsequent changes will not retroactively eliminate existing statutory or contractual consumer rights.
36. CONTACT INFORMATION
For questions about returns, refunds, replacements, exchanges, cancellations, damaged products, incorrect orders, or delivery issues, please contact us.
Brand Name: VELLOAO
Legal Business Name: Shenzhen Xihe Trading Co., Ltd.
Business Description: Online retail of clothing, apparel, and related fashion accessories.
Company Address:
Room 1006, No. 6, Lane 1, Hebei Xincun, Xianglian Community, Longhua Subdistrict, Longhua District, Shenzhen City, China
Designated Return Address:
Please contact service@velloao.com to obtain the current authorized return address before sending any items.
Customer Service Email: service@velloao.com
Website: https://velloao.com
Please contact customer support for return authorization and instructions before sending merchandise.
Thank you for shopping with VELLOAO.

Customer Service Phone: +86 18681497387